Good News for Contact Centers

November 12, 2015

A new report about the use and efficiency of cloud-based contact centers confirms what those in the industry already suspected: Business is strong, and growing.

The study from survey firm Research and Markets queried cloud contact center leader inContact among others, and came up with some interesting statistics in its findings. To wit:

  • Cloud-based contact center infrastructure has hit its stride on a global basis: The market continues to be strong and growing in North America and Western Europe, particularly in the UK. Germany, Japan, China, and the Philippines are also showing strong interest in cloud-based contact center infrastructure solutions.
  • The past year has been the best ever for this market.
  • With an estimated 150+ competitors vying for business worldwide, the cloud-based contact center infrastructure sector is a buyer’s market, although we expect consolidation to begin during the next two years.

“The past 12 months have been outstanding for the cloud-based contact center infrastructure market, the best in the history of this sector,” R&M (NewsAlert) said. “The total number of seats jumped 49.9 percent between August 2014 and the same period in 2015. This increase shows the pattern of steady and strong growth that is expected to continue for the next five years. Worldwide adoption of cloud-based contact center infrastructure has risen from 2.2 percent in 2008 to 11.1 percent in August 2015.”

The report also notes that companies are moving their contact centers to the cloud to realize the flexibility, agility, scalability and cost benefits of this implementation model. “The new seats are coming from competitive replacements of dated on-premise solutions and a growing number of first-time users who are attracted to the cloud-based model, with its low start-up costs and ready availability of experienced vendor resources to assist with implementations and ongoing operations,” the study found.

Hence, global demand for cloud-based PBX (NewsAlert) and contact center solutions has created new opportunities for carriers. This is making cloud-based contact center infrastructure solutions attractive not only to the small and mid-sized early adopters, but also for large and multi-national companies as well.

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